Customer Experience

Digital Marketing

How Total Tools overhauled its omnichannel marketing

Total Tools, a professional tool retailer, admits it was a little behind the eight ball when it come to marketing. But since overhauling strategy over the last two years, the company has caught up to the tune of a 1100 per cent growth in online.

Leadership

UBank uses machine learning in new spending tracker

UBank is embracing the industry shift to Open Data through a partnership with Australian fintech, Basiq, leveraging machine learning (ML) to give customers a more complete picture of their finances.

Measurement & Analytics

How Sigma Healthcare elevated B2B customer experience

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

Digital Marketing

Predictions: 10 technology trends in marketing for 2020

Technology is changing faster than marketers can keep up, offering up a never ending land of promises. Increasingly, hard decisions need to be made regarding which technology to implement and whether it can be tied back to measurable marketing objectives. Technology for technology’s sake can wind up being a costly exercise with no point.

Digital Marketing

DXC ups its CX game with acquisition

DXC Technology (NYSE: DXC), an end-to-end IT services company, announced it has acquired Bluleader, an Australian consulting company focused on delivering customer experience (CX) solutions.

Strategy

10 ways to smarten up your customer experience

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

Strategy

Using emerging technologies for better CX

Emerging technologies, such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and speech recognition, are changing experiences. For better or worse, these technologies have arrived, and customer expectations are rising because of them.

Measurement & Analytics

Toyota, ACU, Telstra Super on the impact of personalisation

​Personalisation done right can have a dramatic effect on how customers experience a brand and a positive effect on marketing efforts, which flow through to the bottom line. At last week’s Sitecore Experience 2019 event in Sydney, three very different examples were provided to the audience on the experience of embarking on a personalisation programme and the impact of effective personalisation.

Strategy

Deloitte: Quantifying the human experience

​Research has found organisations with close alignment to the values of their customers (CX), workforce (WX) and partners (PX), and create human experiences (HX), grow faster and build stronger brand loyalty.

People

Using collaboration to improve EX and boosting CX

Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant put its employee experience (EX) tool, Workplace, on show.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Blog Posts

Taking performance cues from east Asian markets

As the ‘Asian century’ becomes ever more prevalent and the Fourth Industrial Revolution gathers speed, marketers are having to surf a tidal wave of creative destruction. The choice is stark: Embrace change, or resign yourself to a Darwinian fate.

Dr Chris Baumann

Associate professor, Macquarie University

Searching for social and marketing data

Many marketers, agencies - and everyone in between - get caught up on bubble references and data points. They’ll use Facebook best practice as the only best practice for Facebook executions and only consider metrics and responses of the one channel they’re expected to deliver on.

Isaac Lai

Connections strategy lead, VMLY&R Sydney

Why Australia needs more leaders

A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.

Dan Banyard

Managing director, Edentify

Congratulations! So good to see a business turnaround with a good omni channel email lead strategy.Antanthonyidle.com

Anthony Idle

How Total Tools overhauled its omnichannel marketing

Read more

Well, you can always improve your service. Your customers will appreciate your efforts.

Mike Thompson

Report: Australian customer experience good but not great

Read more

Thanks for sharing! Terracotta Jewellery Online Shopping Ethnic Jewellery Online Shopping

Cotton Sarees Online

How data is driving the customers of a lifetime for BaubleBar

Read more

Informative blog. Xero is a well-known revolutionized accounting software, specifically developed to provide best User Experience and mak...

NavkarConsultancyServices

Xero evolves to fit a changing marketplace

Read more

>Writes article about how to show diversity in an authentic way>All featured opinions are from white women

Jennifer Metcalfe

Food for Thought: How can brands show diversity in an authentic way?

Read more

Latest Podcast

More podcasts

Sign in